Head Office
525 Viger Avenue West, Suite 1000
Montreal, Quebec H2Z 0B2
Canada
Customer Service
Phone: 1-800-361-5373 (US/Canada)
Phone: 0800 756 3865 (UK)
Phone: 1-514-395-0300 (others)
Email: nil
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About Aeroplan
Aeroplan is a popular loyalty rewards program in Canada that was launched in the year 1984. Though it began as a promotional plan for Air Canada’s business travellers, today it covers hotels, car rental agencies and credit card companies. In 2016, Aeroplan issued 2.6 million rewards to members including 1.9 million flights. Owned by Aimia Inc., Aeroplan boasts of more than 5 million active members.
Members of Aeroplan earn rewards every time they fly through partner airlines, book a hotel, rent a car or shop through co-branded credit cards. The partner brands include American Express, Hertz, Avis, AC Hotels, Accord Hotels, Aloft Hotels, Best Western, Baymont Inn & Suites, Courtyard by Marriott, Crowne Plaza, Comfort Inn, Days Inn, Fairmont Hotels, Hilton Hotels, Holiday Inn Express, Radisson Blu, Ramada, Wyndham Hotels, Costco, eBay, The Brick, among others.
As for airlines, you can earn reward points every time you flight with Air Canada and other Star Alliance member airlines. Flight rewards are influenced by factors such as destination, time of booking, time of travel, and membership level. If you are short of miles, you can purchase them online. And if you have in excess, you can even transfer it to a friend’s account.
Aeroplan members can redeem their miles for new flights, hotel stays, car rental, online shopping or for vacation packages and cruises. To calculate the miles needed, you can use the tools available on the website. You can further track your rewards and see latest transactions by signing into your account online.
To register for Aeroplan click here. The membership program comes with three tiers – Silver, Black and Diamond. Each level has its own benefits and features. For more information or queries on new membership, purchase/transfer of rewards, missing miles, or others, reach the Aeroplan customer service.
I had been trying to get hold of Aeroplan customer service number since last year. Finally I got a live person on phone yesterday, my Aeroplan number will not attach to any Aeroplan members or book rewards flights. I was told yesterday my account is frozen. Really! No communication whatsoever. I am told to email Aeroplan compliance department with my ID which I did. I was told it will take about 6 weeks and someone will reach from compliance department. I emailed twice with no response. My trust with Aeroplan is slowly fading and moving to another flight rewards.
I forgot to mention, I tried EVERY SINGLE menu option. Even the tech support option will refer you back to their website. INSANE.
It is as bad as they say in the comments above. If you like dealing exclusively with computers this is the loyalty program for you. I just wish that Air Canada didnt have a monopoly on a lot of the routes.
I agree with comments that Adele sent to you 4 weeks ago. I have been trying to book a flight using my aeroplan points since Jan.10th and have not had any success. I am hoping to book a 1 way flight for 2 from Honolulu to Vancouver BC for Oct 4, 2023, Business Class on the flight number 518. I have followed all the instructions that were given to me by phone and web site without any luck. I have waited 3 times on the phone for a connection the last one over 3 hours. I finally got p-off and hung up. I have been a member of aeroplan since 1990 and have never had this kind of bad service before.
The merchants signed up for aeroplan rewards need to find a different reward program. Aeroplan is more like torturous punishment than a reward program. Last night on hold waiting a rep for over 1 hour 40 minutes. Tried 4am this morning, told the wait would be 11 minutes, it has now been 55 minutes. I intend to write merchants where I earn aeroplan points of my experience. I am locked out of my account, there is no help. Air Miles was never like this!!
Faye is absolutely correct. We have been trying to access Aeroplan to change my husband’s inaccessible email address for 3 days. Customer services seems to be nonexistent. This is a disgusting situation, from such a large corporation. Perhaps an overhaul of the executive would be in order as well as an upgrade of the computerized access system. We do not always need to access Air Canada. Retailers should definitely be advised of this terrible situation. When we were able to access a real person either in French or English, they said that they would connect us to a customer service number in order to reach the appropriate department. This department does not apparently exist. Mechanical answering service is too limited – useless! What a disgrace! My husband has no way of accessing his points to use. What a waste of 3 days!! May we suggest that Aeroplan and air travel be separated for access when one is not travelling. It is unfortunate that we have a storm in North America that is upsetting air travel, what has that got to do with updating a profile. If we were flying with Air Canada, we would not receive any of their emails. How wonderful would that be???? Why don’t you just give us the ability to update our own profile. Your mechanical person should repeat website address so that one can write them down completely. When we gave the machine a cell number to send info to, it never arrived. How efficient is that???
You are so right. For at least the past several months, their phone lines are set up such that no matter which menu option you choose, you can NOT get through. You select the option, enter your AP number as requested, then the system tells you the lines are busy and to go online to find answers. Hi, there ARE NO ANSWERS and that is why I’m calling! It is ridiculous! And now they no longer have their mailing address on their website!
RIDICULOUS! How is this even allowed??
Aeroplan service is getting worse and worse.
Recently when I tried to log in to my account, the system will send a verification code to my email after I enter my ID and password. But somehow I never receive this email. So I can’t log in to my account.
I tried to call Aeroplan support line MANY times and each time I waited for more than 2 hours but can’t get through.
There is no other ways to contact Aeroplan.
Roughly 15 years ago on recomendation of my travel agent I joined “AEROPLAN” hoping to save enough travel points to earn new cell phone. Since then I accumulated more than 100000 points. When it was time to cash my points the problem started. Year ago (exactly on March 10 2021) when I called the aeroplan, machine told me that my password was no good. After many tries and long time on hold finally one of the agent answered the phone. I’ve got new password but after few months when I was ready to claim my phone suddenly aeroplan giving me message that my my card number is not correct. On account of that I can not log in and if I try to call aeroplan centre it’s more difficult to get through. So I gave up on calling them and month ago and I’ve decided to write them letters.
11 year! Just 11 years waiting for our cards. That’s with contacting the customer service a few times in between, the last time being 2 to 3 months ago. I was told all was sorted and shall receive them soon. Still nothing. Frankly I am tired waiting on phone and then having a long call for nothing. I am currently waiting to be transferred to an agent since 20 minutes (during my lunch break) but will just hang up as I can wouldn’t bother any more. Frankly I would just blame myself for bothering any further. This is the last I would.
I had called Aeroplan today for customer support. The wait was 20 minutes on hold which was reasonable given many people have waited up to 2 hours for a response based on the previous comments made. I received excellent customer support from Edgar – he was very helpful and patient. Post Xmas and New Years is a very busy time for all businesses.
They have two call centers going now are doing their best to support customers in a timely manner. Now that we are in February, you may find the wait time a lot shorter if you call them in February.
I have had my card for a good 15 to 20 years now and all my information has changed ( phone number, address, email address). I now can’t sign in or talk to a person to get everything changed to put in new information.
So the few points I have on my old card looks like they are gone, what a waste….. unless there is someone that can help me.
Aeroplan is wholly owned by Air Canada again thank goodness. If you still know your Aeroplan number you can access their new website as it is part of the Air Canada website now. https://www.aircanada.com/ca/en/aco/home/aeroplan.html
I hope this helps, they may be able to get your points back too (air miles are called points now as well).
Aeroplan customer services does not want to help their customers. Our aeroplan points got cancelled because of Convid 19, they say book an flight with Air Canada and we can re-instate your points.
After we booked our flight with Air Canada, they say oh you have to fly within 6 month or we cannot give back the points your earned. Aeroplan does not treat their customer fair and with respects all they look at is how much money they can squeeze out of their customer.
The customer representative was even like we refuse to help you because we did your account is not active enough to warrant our attention. Anyway I will never use their service again.
I recently travelled with aeroplan where we paid business class miles and related taxes for Auckland – Vancouver – EDMONTON. We were not provided business class or even premium economy on either leg. We also lost the mileage difference between economy and business class (2 x 35000 = 70,000) because they are not returned. I have a real problem when services and paid for but not provided with absolutely no consideration for compensation. If they are unable to provide the service they should credit the difference in taxes paid and miles. As a result although I have been a loyal Aeroplan customer for over 30 years , I will be cancelling my aeroplan membership and the associated credit cards.
These people are inaccessible. Last time, I was waiting on the phone for over 90 minutes, which could only be possible if other people were waiting even longer than that. I find it really hard to believe that anyone else would seriously wait that long, even on speaker phone. The other possibility is that you are deliberately put on some sort of extended loop. Regardless, these people simply do not provide the customer service which is necessary to run a loyalty points program, or any sort of business whatsoever.
They have no email address, just the phone number, and when you can’t reasonably reach anyone at that number, and have no idea where you are in the queue, it’s utterly useless. Moreover, the reasons I was calling them to begin with were all because the person I spoke to before (one of two times that I actually got through) gave me wrong information, which caused my account to not get updated. And rather than inform me something was missing, they just did nothing, and so my flight points weren’t applied, which caused my other points to expire (another stupid policy). It’s like they can’t be bothered at all, so what’s the point (either for us to enroll, or for them to be open)?
The second time I got through, the woman gave me attitude (no doubt from all the negativity she inevitably receives from people fed up with waiting) and told me that they were implementing a new system in order to take care of calls faster. Am I supposed to care? And obviously that’s not true since I still can’t locate anyone to speak to months later. So her advice to use the website was a no-go, since it didn’t let me update my info either.
There is no value in being a part of Aeroplan since there is simply no one you can speak to if you have any problems or questions. The idea that customers should be held hostage, waiting anywhere from 45 minutes to 2 hours is completely out of step with the times. It’s cheaper to just book your vacation yourself. So even getting my miles back is pointless (pun intended) since what would I do with them even if I did???
Aeroplan’s customer service set up sucks big time!!! It’s impossible to reach anyone as the wait time is more than an hour. I’m still on hold.
Would love to know why I can’t book a flight when my address is correct on my credit card.
After re-entering the correct information 3 times I was booted off the website. I have used this credit card recently for other things online and have not had a problem.
What is wrong with Aeroplan?
Anna
The 1-800 number is useless.I am locked out of my account and can’t contact anyone on how to get in to my account. I have waited on the phone for an hour and a half with on one answering my call. This is terrible service. I would not recommend aeroplan to anyone.
Booking Reference P546TE
Since the Saturday the 7th of December 2019 before my wife left to visit our children and grandchildren in Chilliwack B.C. for Christmas. We have been trying to fix the reservation I made on June 18/19 of this year. Aeroplan revised the last flight of the trip back from Business to Economy. I made a contract with Aeroplan / Air Canada when I booked the flight on June 18/19 and that contract was for Business flights. In the first contract there was an agreement there was one leg of Premium Economy from Vancouver to Montreal which is a little less with the same privilege of Business with the opportunity for upgrade to Business if seats are available at flight time.
I didn’t notice the change until on Dec 7th we printed the itinerary they sent on Oct 14th 2019. I tried calling different times that Saturday and a couple of times on Sunday with no luck. I thought it is just the weekend and they must be busy. I thought, well Air Canada has now taken Aeroplan over so we should be able to straighten this out at the Airport in Halifax. Wrong, the Air Canada people sympathized with us and acknowledged it was wrong but added there was nothing they could do because of the class of ticket it was. I tried emailing Aeroplan and there doesn’t seem to be any way of contacting them through email. There is no other offer on their site to contact them, they only offer a phone number 800-361-5333 that you never get the opportunity to talk to a person on. From what I can see by all of the run around they seem to want you to break the contract by canceling and rebooking the flight. That is not happening!
There was no justification to change the flight and from what I see on the seat map Air Canada provides for flights there was no need to be in Premium Economy as of Dec 16/2019 there were 5 / 27 seats taken on flight AC302 from Vancouver to Montreal and 3 / 12 taken on the flight AC1546 from Montreal to Halifax.
I’m still trying to get through to Aeroplan, on Dec 16/2019 I spent from 2:30 pm until just before 5:00 pm NFT 2.5 Hours on hold (speaker phone) before they came on with a recording that stated there was some sort of problem and disconnected me. I came down to the office and went from 6:45 pm till 9:30 pm NFT on hold and they still didn’t answer. I have tried to find an email address but it is like going in circles, they won’t give me one to email them. I will try again on Dec 17th 2019 in the morning. From what I can tell on the internet their office opens at 7:00 am EST. I now believe they have a system where you have to enter your Aeroplan number and pin number in the phone. I truly believe now that lets them know who is calling so they can just ignore you. I just want to speak to a human!
Did you ever get an answer? I have a similar experience, 19 phone calls and counting with no help. In my case they changed my connecting flight to take off an hour before I get there.
Have been trying to get through by telephone for 7 days now. Voicemail says they are ‘experiencing a high volume of calls’. The server then tells you to call back another time and hangs up. Such poor service and response. Need to discuss my flight I booked because Aeroplan changed the dates Willy Nilly. 50,000 points and the clock is ticking.
My time is of no value.
AIR CANADA please fix. Why buy out a program you have no intention of maintaining. Program feels closed to me. Please take these concerns seriously.
I tried to call aeroplan 13 times in the last 1 week. Could not get through even once. Even when I tried in early mornings, the recording I got was to “try later”. It seems that aeroplan is not at all concerned about their customers. I have gotten better customer service from third world companies even when they speak little English! Their web site is deliberately made to avoid any human contact. This is a case study in customer avoidance.
Booked a Dec flight in April..you send me a notice that my connecting flight on the way to Mexico has been changed to a 58 hour layover from the 45 minutes I originally booked. You must get that I booked accomidations once I knew my flights? What do I do now? Book a hotel in Calgary for a few nights, just stay in Mexico for 5 nights instead of 7? Then I try and contact someone to explain and you have no staff so all I get is ” call back some other time” ? How are you still in business and what am I supposed to do other that go insane calling? Any suggestions?
My password failed because I did not log in before September 10,2019.I tried to follow all instructions to reset but failed again.Despite providing correct answers my account was cancelled.Message from Aeroplan was”forget you number”.Contact by phone is impossible due to great traffic of phone calls.What is going on there and how is to fix it?
Aeroplan is still no answering, I have the same issue and there is no other alternative.
I feel simply they doing so to avoid redeem the miles and they take them, I have already lost 80K with them.
It is time to collectively raise a case to court
Tried to log in to Aeroplan site but told I have to create new password. There is no link for creating new password. Tried “Forgot Password ” link which takes me back to log in page and can’t log in because my password has expired! Phone number is fucking useless. If I can ever reset password I will donate my miles and terminate my relationship with Aeroplan. They should be reported to the Better Business Bureau for incompetence.
I received a letter saying my miles will expire but I cannot login into my account because it keeps saying I am entering the wrong information and I have been unable to reach a human being for over a week now. Please help!!!!!
Aeroplan is totally dysfunctional and needs serious intervention. No matter what you enter in required info, there is always something wrong…….it will not accept your information!!!!
WHAT IS GOING ON??????
Might anyone know the fax number for the Aeroplan Customer Service Centre and/or confirm their mailing address (I think the Customer Service Centre is in BC?).
Thank you!
I got a message that my points redemption failed and it told me to contact the ‘web site assistance center’ at the same number as the Aeroplan help number. I have waited for close to an hour with no response. I will give Aerroplan another chance after Air Canada takes it back, but if the lack of service continues I will change credit cards.
Areoplan never answers your call unless you are 100K member. Our friends are 100K members and they never wait. I flew first class to Toyko from BC and returned from Hong Kong to Kelowna BC. Guess what flights dont qualify for air miles, and no one will answer the phone and I am missing 53 K mles, apparently I booked a flight using them….which I did not.
Will RETHINK AC when I book my next business class flight.
Horrendous customer service for any airline.